Customer Service Representative-Contact Center

Hillsborough County Board of County Commissioners•Mullis City, FL

2d•$34,320 - $39,915•Hybrid

About The Position

This position is responsible for resolving routine to complex or escalated customer service matters and performing front-line customer service duties in call centers, offices, and customer intake areas.

Requirements

Graduation from high school or possession of a GED certificate
Two years of experience as a customer service representative in a call center
Proficiency in using computers and software applications to accurately enter and manage data in a timely manner.
Ability to pass background checks (Criminal History, Level 1 and Level 2, Child Abuse, Abandonment and Neglect Record Check, Sex Offender and Sexual Predator record check).
Possess necessary job-related license(s) or certification(s) (may include Florida Driver License (Class E) or applicable Commercial Driver License (CDL)).

Nice To Haves

Spanish language proficiency
Ability to coordinate and oversee the work of others and perform team lead duties.

Responsibilities

Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
Establishes and updates customer records, makes account adjustments, and processes payments.
Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
Reconciles/updates customer accounts, funding sources, and billing systems.
Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
Provides customer service support or related duties when required by the Office of Emergency Management.
Investigates complaints, account discrepancies, and system issues.
Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.
May serve as team lead for other customer service representatives in the department/work unit.
Resolves customer service challenges that don’t fit standard solutions.
Performs other related duties as required.